Blog

What's trending in the contact centre industry? What should you know about today — to avoid losing customers and to make the most of new opportunities? Our blog provides valuable insights ...

#

What if your contact centre was a car?

Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need…

#

Insurers how to de-risk your home-based agents.

How can insurers boost their agility by hiring more home-based agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

#

There may be trouble ahead

When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

#

Data breach bombshell: Report reveals all

A new study into the impact of a data breach makes explosive reading — especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.

#

Combatting fraud in the contact centre – top tips

CNP crime is still predicted to rise continuously so it's important not to get complacent as there are still traps that criminals are just waiting to exploit.

#

How to tame the Social Media monster

Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible.

#

Good news - great CX without the disruption

The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that…

#

Save your customers from 'agent lucky dip' nightmare.

When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.

#

Chatbots – is it love at first click?

Love them or hate them, Chatbots are now being taken deadly seriously. They can boost customer loyalty and save a fortune for enterprises if contact centres use them in the right way.

#

Customer power: Threat or opportunity?

Are you finding today's customers more demanding, volatile and ready to flex their muscles? If so, then a new e-Guide will help your contact centre to engage with them not as enemies but as allies.

#

Self-Service: So what's in it for me?

Customer engagement can be delicate at the best of times, so why risk throwing a whole bunch of new Self-Service tools into the mix? The answer is easy because everyone wins when you get it right.

#

How to thrive in travel & hospitality boom

Travel and hospitality is a booming sector world-wide. But how can existing players compete successfully against waves of agile start-ups, eager to plunder their market share?

#

Web Chat: What else delivers nearly x20 payback?

When it comes to return on investment, the figures for Web chat are worth shouting about: For every pound you spend, you could earn close to 20. The proof is out there.

#

Self-Service: Why we've hit the sweet spot ... right now

It's easy to dismiss bold new ideas as passing fads. But when they lead to increased sales, greater customer satisfaction and reduced costs, they can't be ignored. And in the contact centre arena, Self-Service tools are doing just that.

#

Why Web Chat agents are super-heroes

When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.

#

Self-Service - what's your emotional response?

The words 'self service' can trigger a range of emotional responses ... fear, cynicism, wonder and maybe even bewilderment. So what's the right reaction when it comes to Self-Service for customer engagement?